Patient Intake Management 2020
Helping Clinics Keep Their Doors Open During COVID-19

Most vendors in this space deliver a solid experience to customers, with one exception. CareCloud customers are highly dissatisfied, and the vendor falls significantly behind the rest of the market in every metric. For more on CareCloud, see details below.

Patient Intake Technologies Helping Providers through COVID-19—Phreesia, Epic, Epion Leading the Way

Phreesia Delivers a Strong Product and Broad Functionality

Interviewed Phreesia customers have the broadest, deepest functionality adoption (8–9 functionalities on average). Customers also credit Phreesia for being innovative and responsive to requests for enhancements or updates that increase patient throughput. The product is described as extremely user friendly and intuitive; patients can easily navigate it with minimal help from office staff. At the time this data was collected, AdvancedMD offered an EMR-agnostic patient intake solution, but they have recently decided to no longer promote AdvancedPatient separately from the AdvancedMD EMR offering. Overall, the solution is high performing, and customers have adopted an above average number of functionalities (6 on average). AdvancedPatient users feel AdvancedMD is evolving the product and consistently releases new technology that increases efficiency. Product quality, previously an area of weakness, has improved significantly, and respondents are enthusiastic about features the vendor has promised to develop in the future.

Phreesia and Epion Climb in Customer Satisfaction; CareCloud and OTech Fall

Epion, Phreesia, and OTech Stand Out for Increasing Office Efficiency

A Market Warning: CareCloud Failing to Meet Customer Expectations

CareCloud Breeze consistently and significantly underperforms—this feedback comes from a limited sample but is highly consistent, with more than three-quarters of the comments about CareCloud and their solution being negative. Users feel that although the product is visually appealing, it is missing many basic functionalities found in other solutions, causing one clinic owner to describe it as “a fancy paperweight.” Organizations complain that the solution only works for new patients (not returning patients) and say CareCloud oversold its capabilities. Organizations are also frustrated that instead of helping them through the COVID-19 crisis, CareCloud tried to upsell them on additional functionalities, such as telehealth, that ultimately didn’t meet their needs. Since the acquisition by MTBC, customer support has declined considerably, with many current customers complaining that it is now “impossible” to get in touch with the vendor’s support team.

About This Report

Each year, KLAS interviews thousands of healthcare professionals about the IT products and services their organizations use. These interviews are conducted using a standard quantitative evaluation, and the scores and commentary collected are shared online in real time so that other providers and IT professionals can benefit from their peers’ experiences. To enable readers to more quickly understand high-level differences in vendor performance and give better context as to how each product compares to other offerings in the market, KLAS has organized the questions from the standard evaluation into six customer experience pillars—culture, loyalty, operations, product, relationship, and value.

To supplement the data gathered with this standard evaluation, KLAS also creates various supplemental evaluations that target a subset of KLAS’ overall sampling and delve deeper into the most pressing questions facing healthcare technology today.

The data in this report comes from both evaluation types and was collected over the last 12 months; the number of unique responding organizations for each is given in the chart below.

† Epic Welcome users leverage a number of Epic products (in addition to Welcome) that work in tandem to enable certain patient intake management capabilities.

Note: Some organizations may have rated more than one product.

What Does "Limited Data" Mean?

Some products are used in only a small number of facilities, some vendors are resistant to providing client lists, and some respondents choose not to answer particular questions. Thus a vendor’s sample size may vary from question to question and may not reach KLAS’ required threshold of 15 unique respondents. When a vendor’s sample size for a particular question is less than 15, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 6, no score is shown.

Note that when a vendor has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.

Overall scores are measured on a 100-point scale and represent the weighted average of several yes/no questions as well as other questions scored on a 9-point scale.

Product Designations Used in This Report

• Component [C]: Product that typically includes most but not all components that comprise a complete system or that serves only a subset of the market. In the case of patient intake management solutions, this typically means that the solution is compatible with only one EMR or PM solution. Epic Welcome is compatible only with the Epic EMR. Epion Health’s solution is compatible only with the athenahealth EMR. AdvancedMD’s solution, while currently capable of integrating with a variety of EMRs, will no longer be sold outside the AdvancedMD EMR customer base in the future.